Support Analyst

Support Analyst
Harris Local Government - Remote

The Support Analyst is accountable for ensuring continuity of computer system services for municipal software users by providing the technical assistance and project coordination necessary to maintain our computer software products and resolve technical problems. A Support Analyst will provide application support to customers including answering complex questions, contributing to a knowledge base, and serving as a support liaison between the company and the customer.
 

Core responsibilities of the position include, but are not limited to, the following:

•    Technical phone support to customers.
•    Diagnosing software issues and bugs, working with other members of the technical support team to identify and resolve problems in a timely, efficient and effective manner.
•    Learning, understanding, implementing and training on a variety of software applications.
•    Identification and communication of additional revenue streams/opportunities.
•    Providing regular and timely status reports and progress of assigned work to the Manager of Support Services.
 

Competencies:

•    Action Oriented
•    Approachability
•    Customer Focus
•    Communicative
•    Strong Listening Skills
•    Patience
•    Peer Relationships
•    Technical Oriented and Adaptability
•    Time Management
 

Supervisory Responsibility:

This position has no supervisory responsibilities.

Required Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Previous experience working in a municipal government setting or prior experience with TRIO Software is preferred.

•    2 + years' experience in technical environment and/or customer service fields desired.

•    Excellent interpersonal, written, and oral communication skills.
•    Excellent listening skills and the ability to ask probing questions, understand concerns, overcome objectives and resolve problems.
•    Strong work ethic and self-starter, ability to work independently and as a team player.
•    Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
•    Must possess professional and friendly attitude and be able to quickly develop a rapport with clients over the phone.
•    Ability to learn and navigate new software quickly.
•    Typing skills and computer proficiency.

AAP/EEO Statement

Harris Computer is an EEO/AA/Disability/Vets Employer.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.